This position is 60 home-based and 40 2 days/week office-based from our Brentwood TN office
The Sr. Tech Support Specialist will provide second/third-tier support for all end-user hardware and applications within the organization. This person will provide high-level support and escalate issues as needed. This resource will work with IT Infrastructure on special projects and perform system/network administration. This position will provide support to end users by handling service requests act as an escalation point for tickets.
What You Will Be Accountable For:
Windows/Mac desktop support
Providing resolution for escalated service tickets
Working with clients to evaluate and solve technical problems
Diagnosing and resolving technical hardware and software issues - Dell/HP laptops iPhones printers Microsoft Office suite VPN Chrome Anti-virus etc.
Developing and maintaining all systems applications security and network configuration
Recommending upgrades patches and new applications and equipment
Logging all help desk interactions filling out detailed information in tickets and document resolutions
Redirecting/escalating problems to appropriate resources
Training/educating new users and new user workstation setup
Responding to requests for technical assistance in person phone and/or email in a courteous and professional manner
Willingness to work in an environment providing 24x7x365 support
Evaluating existing systems and/or user needs to analyze design recommend and implement system changes
Communicating clearly and concisely both verbally and in writing
Understanding of general business processes
Working independently and in cooperation with others
Using an energetic and positive approach to rapidly evolving changes and challenges of a complex workplace
Researching issues using available information resources - i.e. ability to Google for answers
What will make you successful:
Experience providing remote support to business users over the phone email and chat as well as in-person support in the office
o Supporting Windows and MAC desktop environments
o Advanced experience with Microsoft Office suite VPN Chrome Anti-virus etc.
o Advanced knowledge of current Microsoft and Mac operating system
o System hardening workstations
o Experience with laptop/desktop imaging processes and tools backups of user systems DoD level drive wiping
o Group Policy experience with the ability to troubleshoot issues
o Experience Dell Kace 2000 imaging and SCCM a plus
o Experience with ITIL based ticketing systems Servicenow Salesforce Remedy etc
o Experience with Atlassian Suite user administration
o Experience troubleshooting conference room systems Teams/ Zoom
Systems Administration experience within a Windows environment:
o Experience with Dell Kace 1000 service desk/patching and Dell Kace 2000 imaging
o Experience with Microsoft Intune mobile device management
Familiarity with network troubleshooting in many environments offices home office and facilities:
o Experience with drive encryption technologies i.e. BitLocker etc.
o Telecom Voice mail VoIP set programming
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.